Acknowledging the significance of customer satisfaction, Adani Energy Solutions utilises a multifaceted approach to customer relationship management aimed at fostering long-term engagement and trust.
Key Linkages
SDGs
Associated Risks
Material Topics
Capitals
Strategic Priorities
Key Highlights
3.18 million
Customer base in Mumbai
15.3%
Commercial & industrial customers
84.7%
Retail or residential customers
Zero
Instances of breach of customer data privacy
Customer Relationship Strategy
Approach Towards Customer-Centricity
Understanding Customer Needs and Preferences
- Data-driven insights from market research and customer surveys into customer expectations, preferences and pain points
- Tailored products and services to meet the specific needs of the diverse customer base
Innovative Energy Solutions
- Invest in efficient, sustainable, and cost-effective advanced energy solutions, such as smart grids, renewable energy sources, and digital platforms
- Smart grid technologies enable real-time monitoring and management of energy consumption, ensuring efficiency and reliability
- Provide personalised energy usage insights through user-friendly apps and dashboards enabling customers make informed decisions about their consumption, and reduce costs
Leveraging Digital Technologies
- Deployment of digital technologies to streamline customer management for seamless, efficient, and responsive customer experiences
- Digitalisation of internal processes and field operations to enhance efficiency, optimise cost and time, for superior service delivery
Customer Relationship Management
- Personalised services and solutions prioritising customer satisfaction and long-term relationships
- Dedicated customer service teams trained to provide prompt and efficient support to customer queries and concerns
Sustainability and Environmental Responsibility
- Sustainable practices and operations to deliver environment-friendly energy solutions
- Promote renewables and energy-efficient technologies, to help customers lower their carbon footprint and meet sustainability goals
- Green building tips along with tips to save energy at home and workplace
- 100% accurate bills through actual meter reading and consumer communication, with 100% digitally signed paper-less bills at Mundra
- Offer load management insights to optimise customer demand management
- Provide diversified services such as green power, energy audit and technical guidance for a strong value proposition
Focus on Quality and Continuous Improvement
- Seek customer feedback, and implement into product development and service delivery, adapting to changing customer needs and market dynamics
Demand Side Management
- Collaborate with industry partners, government bodies, and research institutions to penetrate innovative energy-efficient solutions, leveraging collective expertise and resources for enhanced customer value
Driving Energy Awareness
AEML conducts several workshops on energy management as part of its ongoing customer awareness initiatives, extending outreach to schools, colleges and residential complexes.
Energy Management Initiatives
Energy efficiency in new construction projects
Reactive power compensation and power factor improvement
Energy efficiency in buildings
Energy conservation in air compression and refrigeration process
Energy-efficient compound lighting
Empowering Customers Through Sustainable Solutions
We are integrating smart and green solutions to align with evolving customer preferences, introducing a range of low-carbon business solutions critical for our future, and transforming India’s energy consumption landscape.
Accelerating the energy transition
Creating energy management solutions
Empowering smart mobility solutions of tomorrow
Win - Win - Win approach, transforming consumer behaviours
Customer Safety
With rising demand for electricity in India, raising customer safety awareness remains paramount to prevent accidents, injuries, and fatalities. Promoting safe practices is also important to ensure reliable operation of the electrical grid and reduce the power outages caused due to unsafe practices. Adani Energy Solutions' customer safety awareness programmes are designed to educate and empower consumers, ensuring the safe use of electricity while minimising risks and hazards using below listed key components and strategies.
Key Aspects of Customer Safety Awareness
Educational Campaigns
Disseminating safety tips, instructional videos, and awareness messages through television, website, kiosk, social media, and print media to reinforce safe behaviours on a broad scale.
Use of Technology
Using mobile applications, online portals, and interactive websites facilitating access to safety resources, while leveraging Virtual Reality (VR) to provide immersive simulations on electrical safety.
Workshops and Training Sessions
Providing hands-on experience to residential users, commercial establishments, and industrial customers, on safe appliance electric shock victims.
Monitoring and Evaluation
Validating effectiveness of the safety awareness programme through regular monitoring and evaluation mechanisms, including:
- Customer survey and feedback mechanisms for identifying areas of improvement
- Measuring success by tracking performance metrics such as the reduction in electrical accidents, customer satisfaction, and campaign reach
- Using feedback and performance metrics to drive continuous improvement and best practices
Distribution of Safety Materials
Providing multilingual safety brochures, posters, and booklets, to promote electrical safety practices among the customers.
Collaboration with Schools, Colleges and Community Centres
Community outreach programmes to integrate electrical safety into education, while also engaging residents through demonstrations and interactive sessions.
Outdoor and Indoor Electrical Safety Awareness
Educating customers about hazards related to outdoor and indoor electrical installations, importance of maintaining safe distances, use of certified electricians and reporting any damages, wear & tear and concerns promptly.
Emergency Preparedness
Educating customers to handle electrical emergencies, including turning off the main power supply, using fire extinguishers, and administering first aid for electrical injuries.
Digital Initiatives to Enhance Customer Experience
In addition to the existing customer-centric initiatives, Adani Energy Solutions has also taken digital initiatives at its retail electricity division to improve customer experience.
Generate your own bill
functionality allowing consumers to get the simulated bill instantly, based on the reading provided
Interactive bill with clickable segments
enabling single-click access to the payment page, account login, email communication, kiosk and regulatory information
Contact details enrichment via QR code
directly available on the bill, allowing consumers to easily update their contact details by providing their meter and account number
Revamped change of name portal
for easy name change requests
Missed call or send SMS to 9594519122
options for consumers to raise no supply complaints
Paperless billing
that consumers can opt in just few clicks through WhatsApp BOT
Billing journey feature
is in progress that will allow consumers to track the bill and payments status under login
Payment links on WhatsApp and other channels
is underway for easy payments
Customer Service Digital Touchpoints
Multilingual Post-Transactional Feedback
We introduced survey questionnaires in Hindi and Marathi, in addition to English, to gather feedback from a broader consumer base. This feedback mechanism provides valuable insights for further enhancing customer services.
Unified Customer Platform and Mobile App
We launched a unified platform for our DISCOM and rooftop customers in Mumbai, streamlining utility-customer interactions and offering digital self-service capabilities.
AI-enabled Elektra Chatbot
- 24x7 chat availability across channels
- Multi-lingual support
- Option to chat or seek video assistance
- AVML to provide prompt and accurate responses
- Self Help workflows for quick and effective response
V-Assist Industry First Video Contact Centre
- Can initiate video calls on-the-go or schedule the call as convenient
- Easy to access and use
- Integrated with ERR CRM, Chatbot etc
- Can connect as per convenience from 07:00 am to 11:00 pm
- Resolve service queries via screen share & white board
Genius Pay Self Help Recycler Kiosk
- Self help kiosk available in multiple languages
- Supports document scanning, complaint registering, payment confirmation, contact updation etc.
- Also facilitate accessing V-assist
AMI Smart Metering
- Track consumption like mobile data/DTH consumption tracking
- Understand consumption better and facilitate optimisation as per need
- Supports availing prepaid/postpaid conversation
- Installed Smart Meters
Enhancing Customer Engagement
Recognising that our success is intrinsically linked to the satisfaction of our customers, we have implemented comprehensive programmes aimed at enhancing customer engagement across all levels of our organisation. By listening to our customers and empowering our employees, we strive to create a customer-centric culture that not only meets but exceeds expectations.
Customer Outreach Programme
Background
Demonstrating a deep commitment to customer experience, Mr Kandarp Patel, CEO of Adani Energy Solutions, made an unannounced visit to a Genius Pay customer payment centre. His goal was to gain firsthand insights into customer experiences and identify areas for improvement. During his visit, Mr Patel interacted directly with customers, listening to their feedback, both positive and constructive. This valuable exchange sparked the creation of Adani Electricity's new 'SAMPARK' initiative, designed to foster direct engagement between customers and company representatives at all levels.
Sampark is an organisation-wide initiative designed to instil empathy among employees and amplify the 'Voice of the Customer'. This programme focusses on permeating customer-centric values and enhancing customer-centric capabilities across all employee categories:
- Senior Management: Develop effective Business-to-Business (B2B) interaction skills
- Middle Management: Engage in Business-to-Customer (B2C) interactions
- Junior Management: Participate in Call Listening sessions to understand customer feedback
Impact and Benefits
The Sampark initiative resulted in over 515 employees engaging with 6,360 customers, contributing to more than ~700 MUs annually. The initiative is instrumental in fostering a positive atmosphere to forge long-lasting customer relationships and identifying opportunities for partnerships and collaborations within the Group.
Listening to our Frontline Staff
Background
Samvaad is an initiative designed to enhance direct communication and trust within the communication through bottom-up approach. It focusses on closely listening to our Frontline Staff (FL) to gain in-depth understanding of customer needs and preferences, ensuring they are effectively addressed.
Key Actions
- Establishing direct communication channels between the Customer Experience Division (CXO) and frontline staff
- Conducting in-person interactions to ensure an 'ear-to-the-ground' approach
- Empowering frontline staff to deliver an improved customer experience
- Enhancing alignment and building trust within the team
Customer Satisfaction
In 2024-25, we adopted a holistic approach to better understand and measure customer engagement with AEML through third-party research agencies by introducing the Net Promoter Score (NPS). Unlike traditional transactional metrics, NPS provides deeper insights into customer loyalty and their overall relationship with our brand.
| Period | N P S | Promoter | Detractor |
|---|---|---|---|
| FY 2024-25 | 19 | 41% | 22% |
- AEML also measures customer experience for each interaction by Transactional NPS to track for ongoing improvements
- The company also monitors and proactively discloses the Customer Average Interruption Duration Index (CAIDI)
Case Study
For our Corporate Sustainability Program, “Green Energy” option from Adani Electricity is the perfect solution to reduce the environmental impact of our energy consumption.
This option not only helps us achieve our “Sustainability Goals” but also helps to improve our relationship with customers. This is also leading to satisfaction, that we are contributing to reducing global warming and giving a cleaner environment to our future generations.
Many Thanks to ’Adani Electricity for providing us a Power Source comprising Green Energy and making us a part of their greener and cleaner future.
MR. RAJESH SHRIRAME Head Sustainability
Case Study
Adani Electricity's Green Tariff has revolutionised our approach to sustainability at Sun Jewels, aligning seamlessly with our commitment to innovation. The stable and clean energy supply, coupled with insightful data, empowers us to make informed decisions on energy consumption. This partnership underscores a shared vision for a greener future, with tangible reductions in our environmental impact and substantial cost savings. Adani's unwavering commitment to green energy perfectly complements our values. Our transition to the Green Tariff exemplifies the harmonious coexistence of sustainability and profitability.
MR. VINOD MORE VP – HR & Sustainability (SUN JEWELS PVT. LTD.)
Customer Data Privacy
Adani Energy Solutions prioritises customer data privacy and employs comprehensive data security mechanisms that include encryption of sensitive data, regular security audits, and compliance with industry standards such as ISO/IEC 27001. Data access is restricted to authorised personnel only, and continuous monitoring is in place to detect and respond to any potential threats.
Read more Customer Feedback
Adani Electricity (AEML) serves 3.18 million customers in Mumbai Suburbs & Mundra providing uninterrupted power supply and quality of life. Customers engage with Adani Energy Solutions' channels for various requests, enquiries and complaints related to supply, billing, payment, and application processing.
Customer feedback is a key aspect of operations, which is used for setting KRAs, creating operational scorecards and driving improvements. AEML receives around 50,000 feedback every month, including first-time resolution interactions and post transaction feedback.
Feedback Collection Channels
- Contact Centre-Agent interactions for feedback on first-time resolutions
- Post transaction feedback through call, email and self-help channels like chatbot and mobile app
- Walk-in experience at AEML Kiosks
- Customer satisfaction and feedback collection through third-party research agencies. From the current year, AEML has adopted the Net Promoter Score (NPS) method to track and measure NPS as well as Transactional NPS
- Customer contact programmes for bulk customers to gather feedback through personal contact and meet personalised requirements of high-end users
New Initiatives to Enhance Feedback Management
- Going Multilingual
- AEML has commenced feedback messages in visual and multilingual form
- Using QR codes for quick and easy feedback collection
- Using Data Lake
- AEML currently uses Data Lake for analysing customer complaint data to pre-empt potential complaining customers
Grievance Redressal
Digital and Social Media Touchpoints https://www.adanielectricity.com/contact-us
- Adani Electricity Mobile App
- Complaint’s login
- Elektra Digital Assistant on AEML’s website
- WhatsApp Number 9594519122
- Genius Pay Self-Help Kiosks
- Virtual customer care centres
- Social Media handles - Twitter, Facebook, LinkedIn, Instagram, and YouTube
- Tel:+19122
Once you Login, you can
Change your Bill Language
Check Complaint Status
Check Meter Readings
Register for Paperless Billing
Register for SMS & E-mail Alerts
View and Download Bill
Check Consumption History
Email Customer Care
View Payment History
About CGRF
Read Complaint Redressal Procedure (CGRF)
Grievance Resolution Process
Our web-enabled Internal Complaint Redressal System (ICRS) enables customers to log their complaints, obtain a unique tracking number and monitor the status of their complaints as they move through the grievance resolution process.
- Customer registers the complaint
- Acknowledgement receipt is generated
- Details are forwarded to the distribution company for investigation
Step 1
- Distribution company investigates and provides timely resolution to the customer
2 Step
- If not satisfied, customer can escalate to Consumer Grievance Redressal Forum (CGRF) or the Electricity Ombudsman
Step 3
- CGRF reviews the complaint, conducts hearings, while the final decision is provided by the Electricity Ombudsman
4 Step
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